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Experience Management & Strategy
1 students
Experience Management & Strategy
Customer Experience (CX) value props, cross-functional alignment, and performance measurement using a strategic CX lens.
Created byCarlo A DeMaio
Last updated 7/2025
English
What you'll learn
- Understand the fundamentals of customer experience strategy.
- Recognize front-stage vs. back-stage experience dynamics.
- Identify key stages of the customer journey.
- Align customer experience with business goals.
- Apply measurement tools like NPS, CSAT, CES, and CLV.
- Drive cross-functional collaboration for CX success.
- Create feedback loops to support continuous improvement.
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Course content
6 sections • 23 lectures • 1h 44m total length
Requirements
- Interest in improving business performance through customer insights
- Basic understanding of business functions (marketing, operations, product, etc.) is helpful
- Curiosity about strategy, experience design, and customer feedback
- Optional: Familiarity with terms like NPS, CSAT, or customer journey mapping (but not required)
Description
Customer experience isn't just a service function, it's a strategic advantage.
Experience Management and Strategy is a course designed to help professionals understand, design, and lead customer experiences that drive measurable business results. In today’s competitive marketplace, companies that intentionally manage the customer experience outperform those that don’t. This course shows you how to combine customer insight, cross-functional collaboration, and strategic planning.
You'll learn how to manage the business lens of customer experience that drive customer loyalty and business growth.
We’ll explore how to build a customer experience strategy from the ground up, connect it to your business goals, and implement it across functions. You'll discover the power of journey mapping, value propositions, and feedback loops, while learning how to navigate internal trade-offs, align teams, and demonstrate measurable CX impact.
Whether you’re in marketing, product, operations, or leading a customer-focused team, this course will help you shift from reactive service to proactive strategy — and help you become a key driver of organizational success.
You will lean:
How to define and apply customer experience strategy across your organization
The stages of the customer journey and a strategic approach for each one
How to align CX with business goals and operational metrics
The importance of value propositions
How to create cross-functional alignment and gain buy-in
How to evaluate, measure, and continuously improve the customer experience
Where AI fits into the future of customer experience
Who this course is for:
- This course is designed for professionals who want to understand and apply the fundamentals of customer experience strategy and understand how it connects to overall business performance.
- Professionals in or interested in customer experience (CX), service design, or experience management.
- Marketing, operations, or product professionals looking to align their work with CX principles.
- Team leads, managers, and analysts who want to build more customer-centric strategies.
- Entrepreneurs and small business owners seeking to improve customer satisfaction and loyalty.
- Anyone interested in learning how to map journeys, interpret customer feedback, and drive better experiences.